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  1. Jira Service Management Data Center
  2. JSDSERVER-149

SLA values are incorrect when exported into Excel

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      NOTE: This bug report is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding bug report.

      Summary of Bug

      Some issue records, especially with high SLA values show incorrectly when exported to Microsoft Excel.

      Steps to reproduce

      1. Create a Service Desk issue, and leave it for a few days (works best this way)
      2. In the Issue Navigator, add the 'Time to resolution' and 'Time waiting for support' fields. Search for the Service Desk issue, and take note of the values of those fields
      3. Export the search results into Excel (tested with 'Current Fields'), and check the value for those fields.

      The original value is supposed to be :

      But in Excel it is shown as :

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        4. SLA 1.png
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        7. sla-in-libre-office.png
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            [JSDSERVER-149] SLA values are incorrect when exported into Excel

            Gülçin Nacak added a comment -

            Hi,

             

            I still face the same issue on jsd 4.10.13 .. 

             

             

            Gülçin Nacak added a comment - Hi,   I still face the same issue on jsd 4.10.13 ..     

            Mizan added a comment -

            Dear Atlassian,

            I still face the same issue on Jira 8.4.1 with JSD 4.4.1 .

             

            Kindly confirm and re-open this request

            Mizan added a comment - Dear Atlassian, I still face the same issue on Jira 8.4.1 with JSD 4.4.1 .   Kindly confirm and re-open this request

            Midori added a comment -

            Since its recent update, the Better Excel Plugin can also export Service Desk custom fields, like SLA, Request Participants, Customer Request Type!

            As for SLA, it exports the precise value, applies smart format specifiers (standard Excel feature) to those. Basically, we turn the negative SLA values into red. It looks really great, and as the output is an actual XLSX file, it is compatible with Google Spreadsheets, Calc and LibreOffice:

            See this section about exporting JIRA Service Desk fields to Excel spreadsheets.

            Midori added a comment - Since its recent update, the Better Excel Plugin can also export Service Desk custom fields, like SLA , Request Participants , Customer Request Type ! As for SLA, it exports the precise value, applies smart format specifiers (standard Excel feature) to those. Basically, we turn the negative SLA values into red. It looks really great, and as the output is an actual XLSX file, it is compatible with Google Spreadsheets, Calc and LibreOffice: See this section about exporting JIRA Service Desk fields to Excel spreadsheets .

            Emre Toptancı [OBSS] added a comment -

            Then why on earth are you still selling JSD 1.X renewals?

            Emre Toptancı [OBSS] added a comment - Then why on earth are you still selling JSD 1.X renewals?

            Joseph Huynh (Inactive) added a comment -

            Hi emretoptanci,

            The main motivating factor in closing this one out is the Atlassian patch policy https://confluence.atlassian.com/display/Support/Atlassian+Patch+Policy. As a general rule we don't patch older versions of products unless the issue has security implications or is particularly serious.

            Regards
            Joseph Huynh
            Service Desk Product Manager
            Atlassian

            Joseph Huynh (Inactive) added a comment - Hi emretoptanci , The main motivating factor in closing this one out is the Atlassian patch policy https://confluence.atlassian.com/display/Support/Atlassian+Patch+Policy . As a general rule we don't patch older versions of products unless the issue has security implications or is particularly serious. Regards Joseph Huynh Service Desk Product Manager Atlassian

            Emre Toptancı [OBSS] added a comment -

            Atlassian Guys,

            Some response on this issue please. This thing also needs to be fixed for JSD 1.x.

            Emre Toptancı [OBSS] added a comment - Atlassian Guys, Some response on this issue please. This thing also needs to be fixed for JSD 1.x.

            Emre Toptancı [OBSS] added a comment -

            As you know JSD 1.x should be considered as a parallel product, not just an older version. JSD 1.x customers are using a different licensing model which makes upgrading to latest JSD impossible.

            When introducing a new license model for JSD, Atlassian promised JSD 1.x customers the chance to renew their existing licenses as long as they wanted. Atlassian license includes support. We are not asking for a new feature, we are asking for a BUGFIX. If your customers are paying for a license they should get their confirmed bugs fixed.

            Emre Toptancı [OBSS] added a comment - As you know JSD 1.x should be considered as a parallel product, not just an older version. JSD 1.x customers are using a different licensing model which makes upgrading to latest JSD impossible. When introducing a new license model for JSD, Atlassian promised JSD 1.x customers the chance to renew their existing licenses as long as they wanted. Atlassian license includes support. We are not asking for a new feature, we are asking for a BUGFIX. If your customers are paying for a license they should get their confirmed bugs fixed.

            Kha Nguyen (Inactive) added a comment -

            emre.toptanci

            We won't back port this to older version. You'll have to upgrade to 2.2.1 or 2.4-OD-03 to get the fix

            Regards,
            JIRA Service Desk Team

            Kha Nguyen (Inactive) added a comment - emre.toptanci We won't back port this to older version. You'll have to upgrade to 2.2.1 or 2.4-OD-03 to get the fix Regards, JIRA Service Desk Team

            Emre Toptancı [OBSS] added a comment -

            This appeares to be fixed in JSD 2.4. When will it be fixed for JSD 1.x?

            Emre Toptancı [OBSS] added a comment - This appeares to be fixed in JSD 2.4. When will it be fixed for JSD 1.x?

            Thong Bui Quang (Inactive) added a comment -

            Hi guys,
            Our team is working on this issue right now. We would try to release it as soon as we can.
            Thanks
            Jira Service Desk Product team

            Thong Bui Quang (Inactive) added a comment - Hi guys, Our team is working on this issue right now. We would try to release it as soon as we can. Thanks Jira Service Desk Product team

              knguyen@atlassian.com Kha Nguyen (Inactive)
              jtye Joe Wai Tye (Inactive)
              Affected customers:
              32 This affects my team
              Watchers:
              44 Start watching this issue

                Created:
                Updated:
                Resolved: